8 Replies Latest reply on Dec 25, 2012 11:07 AM by exbrit

    Update stuck, Firewall & realtime scan won't turn on!

      Hi I have McAfee Security Centre 11.6, on Win7 home, working for over a year without issue.

       

      The other day the update downloaded but install was taking hours so I swiched off.  Now Firewall & realtime scaning won't turn on & the update gets stuck at 30% downloading.

       

      Tried Virtual Technician which fixed some issues but says there are 97 more including missing file.  I can't get through to support via chat as it keeps telling me to run the virtual technician.

       

      Can anyone suggest how to get this fixed.  Thanks, Charles.

        • 1. Re: Update stuck, Firewall & realtime scan won't turn on!
          Peacekeeper

          Sounds as if things got corrupted when you shut down the install. best to uninstall and then reinstall from your account following this path

          http://service.mcafee.com/FAQDocument.aspx?lc=1033&id=TS101331

          reboot

          Run

          http://download.mcafee.com/products/licensed/cust_support_patches/Mcpreinstall.e xe

          and reinstall from your account

           

          That is my first suggestion

          1 of 1 people found this helpful
          • 2. Re: Update stuck, Firewall & realtime scan won't turn on!

            Hi PeaceKeeper,

            Thanks for the reply.  The first link give me "The Document ID you entered was not recognized in our system. Please type the Document ID again, and make sure to use the correct prefix."

             

            Sorry I'm a bit slow with this stuff.  I went to my account on the McAfee site and I get an option to download a new install. I should uninstall first I guess.

             

            Right now it's downloading an update which has progressed to almost 50%.  I'll wait to see if this corrects things, if not I'll check back for the Document ID again. Maybe the document Id has changed recently.

            Thanks & regards,

            Charles.

            • 3. Re: Update stuck, Firewall & realtime scan won't turn on!
              exbrit
              1 of 1 people found this helpful
              • 4. Re: Update stuck, Firewall & realtime scan won't turn on!

                Hi Ex_Brit,

                Still getting doc not found even with your link - I'm in India if that makes a difference.  This is the url that comes up when I click your link "http://service.mcafee.com/ArticleNotFound.aspx", also did cut & paste and get the same message.

                 

                .... just did a FAQ search and found the doc TS101331, to uninstall & reinstall. http://service.mcafee.com/faqdocument.aspx?id=TS101331&lang=en_US&prior_tid=3&An swerID=16777216&turl==http%3A%2F%2Fkb.mcafee.com%2Finfocenter%2Findex%3Fpage%3Dc ontent%26id%3DTS101331%26actp%3Dsearch%26viewlocale%3Den_US

                 

                Download of updates went to 100% but hours later it's still on 0% installing updates, so guess I'll have to try the Uninstall & reinstall in the morning & will let you know.

                 

                Thanks & regards,

                Charles.

                • 5. Re: Update stuck, Firewall & realtime scan won't turn on!
                  exbrit

                  Could be your browser having issues I was going to suggest trying a different one.  It shouldn't make any difference where you are in the world.

                  1 of 1 people found this helpful
                  • 6. Re: Update stuck, Firewall & realtime scan won't turn on!
                    Peacekeeper

                    try this if your link falters. This also for reference for others who are having link issues.

                    How to uninstall or reinstall supported McAfee products using the Consumer Products Removal tool (MCPR)

                     

                    Environment

                    Affected Suites:
                    McAfee AntiVirusPlus
                    McAfee Internet Security Suite
                    McAfee Total Protection
                    McAfee Family Protection
                    McAfee Online Backup

                     

                    Affected Operating Systems:
                    Microsoft Windows 7
                    Microsoft Windows Vista
                    Microsoft Windows XP

                     

                    NOTE: If you are unsure of the McAfee Security software you have installed, see article TS101107.

                     

                     

                    Summary

                    Use the McAfee Consumer Product Removal tool (MCPR) to remove data completely for a McAfee Security product installation on a supported Windows operating system. The tool can clean up data from 2005 - 2012 versions of McAfee Security home user products for Windows.

                    NOTE: MCPR is not compatible with McAfee Anti-Theft (MAT) 2.0 and Intel Anti-Theft Service (IATS) 2.0. You must unsubscribe your Anti-Theft service before you run MCPR.

                    IMPORTANT: You must uninstall your McAfee products using the Windows Add/Remove Programs (Windows XP) or Programs and Features (Windows 7 and Windows Vista) before you run MCPR. Otherwise, the number of your licenses might be incorrectly counted.

                    If you cannot uninstall successfully using Windows Add/Remove Programs, or you have already run MCPR without uninstalling, you can access your McAfee account and deactivate the license for your computer to ensure that the license is released for a later installation. Do the following to deactivate a license from your current McAfee subscription and release the license for use with a different computer:

                    1. Open a web browser and go to http://home.mcafee.com.
                    2. Click My Account in the upper right corner.
                    3. Type your McAfee user account email and password.
                    4. Click Log In.
                         
                          NOTE: If you want your browser to remember your email address, select the Remember Me option.
                    5. Click the Device Protection tab.
                    6. Select the computer you want to deactivate and click Deactivate.

                     

                    Video Tutorial

                    For a tutorial that shows how to uninstall your McAfee products using the Windows Add/Remove Programs (Windows XP) or Programs and Features (Windows 7 and Windows Vista) before you run MCPR, see: TU30251.

                     

                    NOTE: Adobe Flash Player is required. For further details, go to: http://www.adobe.com/products/flashplayer/.

                    Solution

                    IMPORTANT: If your McAfee products were preinstalled by your computer manufacturer, ensure that you activate your McAfee subscription before you uninstall them. Reinstalling from a CD or download only installs your McAfee home user applications, but might not recover your paid subscription term information.

                    1. Uninstall your McAfee home user products using Add/Remove Programs in the Windows Control Panel: 

                      Windows 7 and Vista users

                             
                      1. Close all McAfee program windows.
                      2. Click Start, Search, type Programs and Features, and click Go.
                      3. Double-click Programs and Features.
                      4. Select McAfee SecurityCenter.
                      5. Click Uninstall and follow any on-screen prompts.
                    Windows XP users
                    1. Close all McAfee program windows.
                    2. Click Start, Settings, Control Panel.
                    3. Double-click Add or Remove Programs.
                    4. Select McAfee SecurityCenter.
                    5. Click Remove and follow any on-screen prompts.
                    1. Download and run the McAfee Consumer Product Removal (MCPR) tool:
                    1. Download the MCPR tool from: http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe and save it to a folder on your computer.
                         
                          IMPORTANT: The MCPR tool is updated periodically when new products and updates are released. Always download a new copy of the MCPR tool before using it to uninstall your product.
                    2. Navigate to the folder where you saved the file, and double-click MCPR.exe.
                         
                          NOTE:
                      Windows 7 and Windows users, right-click MCPR.exe, and select Run as Administrator.
                    3. When you see the User Account Control dialog box, click Yes.
                    4. At the McAfee Software Removal screen, click Next.
                    5. At the End User License Agreement (EULA) dialog box, click Next to accept the agreement.
                    6. When prompted, type the Captcha information, which is case sensitive, to validate to application security, then click Next.
                    • If you have Family Protection installed, type your Administrator user name and password and click Next.
                    • If you cannot authenticate, follow the on-screen instructions to obtain an uninstall code. If you do not have Family Protection installed, you will not receive this authentication prompt.
                    1. When you see the message CleanUp Successful, restart your computer. Your McAfee product will not be fully removed until after the restart.
                    IMPORTANT: If you see the message Cleanup Unsuccessful, save your MCPR log files for analysis by Technical Support:
                    1. At the Cleanup Unsuccessful dialog box, click View Logs. Your troubleshooting log opens in a Notepad window.
                    2. Click File, Save As, and save the file to your Desktop. Name the file MCPR_date.txt (for example, MCPR_Jan10_12.txt).
                    3. Contact McAfee Technical Support and provide the log file to your technician for troubleshooting.
                    4. Confirm that all McAfee products have been removed from your computer.
                    1. Reinstall your McAfee products.
                         
                          NOTE: Refer to the instructions from the partner that you purchased your McAfee consumer product from, or reinstall using the following partner links:

                     

                    Message was edited by: Peacekeeper on 24/12/12 7:19:44 AM
                    • 7. Re: Update stuck, Firewall & realtime scan won't turn on!

                      Thanks PeaceKeeper & Ex_Brit,

                      Has re-installed and doing a complete scan at the moment to see nothing snuck through in the mean time.

                       

                      Thanks for the help and Merry Christmas to you both,

                      All the best,

                      Charles.

                      • 8. Re: Update stuck, Firewall & realtime scan won't turn on!
                        exbrit

                        Good luck Chaz and a Merry Christmas to you too.  ;-)